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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Value Stream Design and Development | - Designing service value streams
|
| Create, Deliver and Support Practices | - Service performance and quality
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Prioritization and Work Management | - Work planning and prioritization
|
| Organizational Structure and Teams | - Team culture and collaboration
|
| Information and Technology | - Supporting technologies
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?
- A. Automate repeatable work activities
- B. Introduce additional sources of demand
- C. Determine where work is sitting in queues
- D. Compare the map to actual activities
Correct Answer: D 🗳️
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?
- A. The value of positive communications
- B. Customer orientation
- C. Shift-left
- D. Organizational structure
Correct Answer: B 🗳️
A healthcare organization is implementing data analytics to analyze patient dat
- A. To understand the relationships between patient data and the healthcare's business services
- B. To improve decision-making based on patient data analysis
- C. To prioritize and resolve requests for patient data
- D. To highlight bottlenecks in the organization's workflows when collecting patient data
- E. Why is data analytics important in this context?
Correct Answer: C 🗳️
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Shift-left approach
- B. Swarming
- C. Build vs buy
- D. Triage prioritization
Correct Answer: C 🗳️
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Enable variance of quality and cost of services
- B. Integrate feedback loops and escalation mechanisms in the workflow
- C. Define and optimize an individual value stream for each team involved in service creation
- D. Use comprehensive complex simulations to test the workflow
Correct Answer: B 🗳️
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